Technical Support Analyst
Location: Leicester, United Kingdom (Remote - UK)
Time Type: Full time
Posted: 7 Days Ago
Job Requisition ID: R41496
Job Description:
TECHNICAL SUPPORT ANALYST
MCR Systems Limited
THE COMPANY
MCR Systems Ltd, founded in 1978, provides professional EPOS Systems integration for the hospitality, catering and leisure markets. The prime focus and philosophy of the Company is to provide the highest quality products, installation, customer training and support services.
MCR publishes its own software and this is a good opportunity to get to know the latest technologies at a highly successful and expanding business.
POSITION
We are seeking a Technical Support Analyst who is a team player with excellent verbal and written skills. The successful candidate must be able to work under pressure in a busy environment and have an aptitude for logical problem solving.
JOB RESPONSIBILITIES:
* Troubleshoot customer support cases in a timely manner – meeting and exceeding SLA’s.
* Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer.
* Serve as 1st Line support within the Helpdesk team.
* Keep clients informed of progression with issues and provide follow up as necessary.
* Collaborate with other departments or offices as necessary to expedite resolutions.
* Promote and maintain a high quality, professional, service-oriented company image among clients.
* Provide pro-active support assisting the Professional Services teams with remote upgrades, implementations and updates to the internal knowledge base.
* Maintain accurate and timely call logging in our Service Management System.
* Own multiple support calls from inception through to a successful conclusion.
JOB QUALIFICATIONS:
* Previous experience of working in an IT support role ideally supporting software applications.
* An IT based degree and/or MCP qualification would be an advantage.
* Excellent desktop support knowledge.
* Good technical understanding of the basic IT systems including databases and networks.
* Proficiency in Microsoft Office applications.
YOUR PERSONAL CHARACTERISTICS WILL INCLUDE:
* Excellent communication skills, particularly over the telephone with the ability to explain technical issues clearly both verbally and in writing.
* Logical and analytical, with a methodical approach to problem-solving.
* Solution-focused, with ability to prioritise.
* Persistent and resilient under pressure.
* Accurate, with high attention to detail.
* Team Player, with the ability to work under own initiative and willing to take personal responsibility for issues.
* Self-motivated, resourceful and keen to learn and share knowledge.
* Enthusiastic, motivated, empathetic and professional.
* Able to manage multiple priorities.
* Flexible and conscientious.
* Good team player, yet willing to take personal responsibility for resolution of issues.
* Proven ability to meet deadlines.
* Proven ability to problem solve and teach others.
Business Unit:
MCR Systems
Scheduled Weekly Hours:
37.5
Number of Openings Available:
1
Worker Type:
Regular
Company Site:
http://www.mcr-systems.co.uk/
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